Unit of competency Outline
Date retreived
23/07/2026 6:44 AM AWST
23/07/2026 6:44 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Process customer complaints
Process customer complaints
Unit of competency
National Code
BSBCMM301
BSBCMM301
State Code
AUK60
AUK60
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080501 - Sales
Original Release Date
15/09/2015
Nominal Hours
20
Description
This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Respond to complaints
- 1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice
- 1.2 Obtain, document and review reports relating to customer complaints
- 1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
- 1.4 Negotiate resolution of the complaint and obtain agreement where possible
- 1.5 Maintain a register of complaints/disputes
- 1.6 Inform customer of the outcome of the investigation
2 Refer complaints
- 2.1 Identify complaints that require referral to other personnel or external bodies
- 2.2 Make referrals to appropriate personnel for followup in accordance with individual level of responsibility
- 2.3 Forward all documents and investigation reports
- 2.4 Followup appropriate personnel to gain prompt decisions
3 Exercise judgement to resolve customer service issues
- 3.1 Identify implications of issues for customer and organisation
- 3.2 Analyse, explain and negotiate appropriate options for resolution with customer
- 3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies
- 3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8068 | BSBCMM301B | Process customer complaints | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| OCF15 | BSBOPS305 | Process customer complaints | Unit of competency |